3. Communicating with Guests

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Communication is a big part of how guests experience you and The Zurich Insider. This chapter offers suggestions for building trust and connection before, during, and after a tour, while leaving plenty of room for your own voice and personality.​

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3.1 Pre‑tour communication

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A short, warm message before the tour can already make guests feel expected and reassured.​ When you receive guest contact details, you may want to send a brief text on WhatsApp (if they have it). Examples below are illustrative only and not mandatory.

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“Dear [Name], this is [Your Name], your guide for the [Tour Type] on [Date] at [Time]. I’ll meet you at [Meeting Point]. I’m looking forward to showing you [City/Region] and hearing your story. Safe travels and see you soon!”

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You can adapt the tone to your style, and some guides like to send a short video message instead.​

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Day‑before reminder (optional)

Especially for early starts or multi‑day assignments, a reminder can help:

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“Dear [Name], welcome to Switzerland! I look forward to meeting you tomorrow at [Location] at [Time]. The forecast is [short weather note]. Any last questions, just let me know.”

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If you know about special requests (mobility, dietary needs, anniversaries, particular interests), a brief mention shows that you’ve noticed and care.​

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Responding to questions

• Answering promptly and clearly builds trust.

• If you’re not sure about something, it’s fine to say:
  “Great question – I’ll quickly check with The Zurich Insider and get back to you.”

• You’re not required to be constantly available; use your judgment for timing and channel.​

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3.2 Welcome & first 15 minutes

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The first few minutes together set the tone for everything that follows.

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Arriving and grounding yourself

• Aim to arrive 10 minutes early so you can locate the spot, check the surroundings, and take a breath to ground yourself.

• Use this time to notice the atmosphere (weather, crowds, noise) and adjust your opening accordingly.​

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Greeting with warmth

• Greet guests by name where possible.

• Briefly confirm they have the right guide/tour.

• Offer open body language, eye contact (at your discretion - see Deep Dive Diverse Audiences), and a genuine smile.

• Start with a short orientation, for example:
  “Welcome! Today we’ll explore [brief theme]. Please ask questions anytime, and let me know if you ever need a different pace or a break.”​

• Encourage the guests to share their wishes, interests, or concerns. 

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Simple, sincere questions

Gently inviting guests to share a little about themselves helps you shape the tour around them. Ask open-ended questions, e.g.: 

• “Where are you visiting from?”

• “What brought you to Zurich / Switzerland?”

• “What are you most curious about today?”

• “Is this your first time here, or have you visited before?”

• “Are you more into history, architecture, food, daily life, or a mix?”​

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Listen actively and use what you hear to adjust your route, stories, and timing.

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Setting expectations

A short, clear explanation can remove uncertainty:

• Rough route and duration.

• How you’ll move (on foot, by tram, with breaks).

• How to handle photos, toilets, and any physical challenges.

• A gentle invitation to speak up if the pace or plan ever feels off for them.​

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3.3 Presence during the tour

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Being present with guests matters as much as what you know.

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Staying engaged

• Ask follow‑up questions and respond to their stories.

• Notice who is quiet and who is talkative, and create space for both.

• Notice any signs of fatigue, overload, or discomfort. 

• Notice the group's energy (lively vs. flat)

• Check in now and then: “How is the pace? Want a quick rest, or shall we keep going?”​

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Adjusting rhythm when necessary

• Pace (slower/faster, more breaks) as needed.

• Depth of stories (simpler or deeper, depending on interest).

• Stops and viewpoints if weather, crowds, or accessibility require it.

 

Authentic storytelling

• Aim to tell stories in your own words rather than reciting a script.

• If you forget a detail, it’s fine to say: “I’m not 100% sure on that date, but what I do know is…”

• Adjust depth and complexity based on who is in front of you (families, casual travelers, history lovers).

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Using your phone with intention

• Use your phone for navigation, coordination, and emergencies.

• Avoid general scrolling, messaging, or distractions while with guests; they notice when your attention is split.

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3.3.1 During the tour - safety & difficult moments 

 

Stay aware of:​ 

• Street crossings, traffic, steps, and tight spaces.

• Weather changes and any signs of risk.

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If something happens (medical issue, lost guest, conflict):

• Move people to a safer spot if needed.

• Decide quickly whether to:

  • Handle it yourself,

  • Call emergency services,

  • Call The Zurich Insider, or

  • Do both in sequence.

• You communicate clearly to the group what is happening and what to do.

• You make a mental note (or brief written note) of time, place, people involved, and what you did.

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☞ Deep Dive: Conflict Management & Difficult Situations

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3.4 Ending the tour

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Bring the tour to a clear close:

• Thank guests sincerely for their time and presence.

• Offer a final view or remark that ties back to the theme.

• Share practical tips for what they might enjoy next (neighbourhoods, viewpoints, restaurants).

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• If appropriate for this assignment:

  • Let guests know they can share feedback or leave a review for The Zurich Insider in a no‑pressure way.​

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• You do not direct reviews to my personal profiles for tours done on behalf of The Zurich Insider.

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3.5 Post‑tour follow‑up & reviews

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Thoughtful follow‑up can leave a strong final impression and support long‑term relationships with The Zurich Insider.

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Thank‑you message

Within a few hours (or later the same day), you may want to send a short message, for example:

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“Dear [Name], it was a real pleasure guiding you today. Thank you for [specific moment: your curiosity / your stories / your great questions]. I hope you leave [City/Switzerland] with wonderful memories. Safe travels!”

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Include any promised restaurant names, museum tips, or links you mentioned.​

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Reviews (only when and where indicated)

Because some tours are white‑label or under partner brands, review requests depend on the Assignment:

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• If the Assignment Confirmation asks you to invite a Google Review, you can gently encourage guests to leave a review for The Zurich Insider if you have not asked before. 

• If the Assignment Confirmation says not to request reviews, please follow that instruction.

• Guides should not ask guests to review their personal platforms or listings for tours done on behalf of The Zurich Insider.

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When a review invitation is appropriate, you might say:

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“If it's not too much trouble and you enjoyed the tour, please share your experience with a review for The Zurich Insider, which really helps us. Absolutely no pressure – your being here already means a lot.”

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Any internal Google review bonus is between you and the Agency; it should never be mentioned to guests as an incentive.​

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3.5.1 Post‑tour – update to The Zurich Insider

• Please send a brief update to The Zurich Insider, especially if:

  • There was an incident (even minor) or anything safety‑related.

  • Guests gave strong feedback (positive or negative) worth noting.

  • Guests showed clear interest in returning or booking something else.

  • There were significant deviations from the planned itinerary, and these are explained.

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3.6. After the tour – invoicing and admin

• Invoice:

  • Date, city, duration, agreed fee.

  • Any pre‑approved expenses with receipts.

  • Send the invoice within the timeframe agreed in the Agreement.

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• Mention if guests said: 

  • That they’d leave a review with your name, or

  • That they would specifically book me again.​

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3.7 Mini communication checklist

 

You can adapt this to your own style:

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Before the tour

• I’ve sent a warm welcome message with clear meeting details.

• I’ve checked for any special requests, occasions, or mobility notes.

• I know whether this tour is branded as The Zurich Insider or white‑label, and what (if anything) I should say about reviews.

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At the meeting point

• I arrive a bit early and take a moment to ground myself.

• I greet guests by name, where possible, and explain the basic plan.

• I ask a couple of open questions to understand their interests.

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After the tour

• I send a short thank‑you message and any promised recommendations.

• If appropriate for this assignment, I gently invite a review through the correct channel.

• I share a brief update with The Zurich Insider if there is anything important to note (feedback, incidents, potential repeat visits).

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➥ Next Chapter

⬅︎ Back to the Index 

⬅︎ Back to the previous chapter ​

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